Clay Subaru - Service Center

Almost perfect everytime! Love this place. Love our Service Advisor John. Only bad thing was coffee maker was out of order. Not good. We look forward to a nice cup of coffee a Love this place. Love our Service Advisor John. Only bad thing was coffee maker was out of order. Not good. We look forward to a nice cup of coffee and a cookie while waiting. Recommend a backup. More

John Malloch is excellent! I give my recent experience (all my recent experiences, in fact) 4 stars solely on the strength of John Malloch's customer service. If it were just J I give my recent experience (all my recent experiences, in fact) 4 stars solely on the strength of John Malloch's customer service. If it were just John I were rating, I would give 5 stars. I brought my car in because it the check engine light was on, and because the engine seemed to be misfiring. I had explained the problem to Fitzroy Black, my car was serviced, Fitzroy explained to me that I needed a new air filter, but that otherwise the technicians could not find any evidence the engine was not working properly. The next day, my engine light came on again, the engine was clearly misfiring to the point that I was worried my car would stall out and leave me in a dangerous predicament. I brought my car back to the dealership; Fitzroy repeated to me that the technicians had found no evidence the engine was not working, and when I became frustrated that I had paid for work but that the same problem presented, less than 24 hours later, Fitzroy became frustrated and unhelpful; instead of trying to see my point of view (good customer service always addresses the customer as if "he is always right," in an effort to put the customer at ease!!!), asking me follow up questions, or checking in with the technician who worked on my car, he unhelpfully and flatly suggested I return the next day to speak with the manager. Yes, I was frustrated; but my frustration could easily have been assuaged and redirected with adequate customer service. When I returned the next morning, I spoke with John Malloch. John immediately, and kindly, communicated that he understood my frustration. He immediately, and helpfully, assured me there would no further diagnostic charge. He promptly spoke to a service technician who drove with me around the block; the technician was immediately able to experience and diagnose the misfire I had described, and he very helpfully described to me the nature of the problem. John quickly put me in a rental car, understanding I needed to get on with my work day. He told me he would get my car taken care of for me. When I returned to pick my car up, John assured me there was no further charge, and he described to me the repair that had been done. Most essentially, I felt that John, though his responsibility of course is to represent Clay Subaru, was "on my side." I felt that he wanted to ensure I had a good experience; that my problem was addressed; and that I felt good and confident in work, and expense, in having my car serviced by the Clay team. In short, John provided, as he always does, EXCEPTIONAL CUSTOMER SERVICE. It would have been simple and easy had I been treated this way in the first and second place. The steps John took were not complicated, it is a shame that other service reps can't do the same. It was frustrating to need to return to Clay a third time, even though John made it worthwhile in the end. John's care and attention means a great deal, as I have been repeatedly frustrated by the service experience Clay. It is frustrating to have car trouble; it is all the more frustrating when the customer is not a "car person" and the repairs are costly. A little kindness and empathy can go a long way in making a customer feel comfortable and confident, especially when paying for service (even when the service is necessary). Unfortunately, I have found the service reps to be unduly defensive in the face of any verbalized frustration (again, a little "the customer is always right" attitude goes a long way in building trust); they do not do an adequate job explaining the problem, or checking in with the technicians to better grasp the problem in the first place; it feels like it takes work to "convince" the rep there is a problem in the first place. It is incredible and unacceptable, to me, that I felt like I had to do this work when I brought the car in, the day after work had been done, reporting a repetition of the same problem! Were it not for Clay's proximity to my home, and John's superior customer service, I would not bring my car to Clay for service, nor would I recommend Clay to anyone else. BUT JOHN IS THE BEST and keeps me coming back. More

Oil change I had to wait 2 1/2 hours for a regular maintenance oil change. I believe that this service should have been 1/2 hour at the most. I had to wait 2 1/2 hours for a regular maintenance oil change. I believe that this service should have been 1/2 hour at the most. More

Happy customer I went in for part replacement that prevented damage to the front axle plus a replacement of the passenger air bag unit. John carefully explained wh I went in for part replacement that prevented damage to the front axle plus a replacement of the passenger air bag unit. John carefully explained what was involved. I am very pleased with the service at Clay Subaru. More

Excellent service. John Malloch always greeted me in a professional friendly manner. Very nice knowledgeable person to deal with. He knows what he is talking about. John John Malloch always greeted me in a professional friendly manner. Very nice knowledgeable person to deal with. He knows what he is talking about. John is a keeper and deserves a promotion. Keep up the good work John. More

Always highly efficient and customer freindly Serive Manager Edwin and lead service writer John always greet me as an old friend and efficiently and fairly service my 5 year old XT Serive Manager Edwin and lead service writer John always greet me as an old friend and efficiently and fairly service my 5 year old XT More

John Malloch is the BEST! He got my service done immediately as well as giving me excellent information about the new Subaru Ascent and Crosstrek. Clay Subaru needs John. H He got my service done immediately as well as giving me excellent information about the new Subaru Ascent and Crosstrek. Clay Subaru needs John. He obviously loves what he's doing and makes getting your car serviced more enjoyable. This makes customers come back again. John Kowal More

First oil change of 2018 Subaru . Service was on time , pleasant courteous and efficient. I was very impressed with their whole operation and demeanor as I watched other associates as Service was on time , pleasant courteous and efficient. I was very impressed with their whole operation and demeanor as I watched other associates as well. Rose in the office was very pleasant on the phone and in person as well. More

A stubborn problem w my ignition key sticking solved Edwin Hernandez, Service Manager, fixed an issue with a sticky ignition key that had been plaguing me for a long time. I had brought it in before, ha Edwin Hernandez, Service Manager, fixed an issue with a sticky ignition key that had been plaguing me for a long time. I had brought it in before, had the remote starter folks adjust it twice & no one could solve.it. Edwin took the car, worked on it until he resolved the problem and he was the only person who stuck with me, understood the problem and knew what to do. I am so grateful- love the car but was about to sell it. Edwin is truly dedicated to customer service & I've rarely met someone so committed to follow through until a complex on and off problem is solved. I highly recommend him. More

The people who take my care for service are the nicest. But no body should ever go anywhere else if they drive a subaru in the Norwood area. I go to this dealership from Groton. that's pretty far away. i But no body should ever go anywhere else if they drive a subaru in the Norwood area. I go to this dealership from Groton. that's pretty far away. it's worth it. More